When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

You’ll join the team responsible for supporting the nation’s largest, most reliable network. As a Lead Tier 2 Network Engineer, you’ll respond to customer troubles, ensuring that they are resolved quickly and efficiently. You’ll also take proactive steps to improve our processes, coach team members, and help our customers understand the benefits of our many automation tools. Your role will be critical to ensure we’re able to exceed customer expectations and keep improving every day.

  • Owning and solving complex network investigations.
  • Leading and managing projects aiming at process improvement and increased customer satisfaction.
  • Handling customer issues based on assigned tickets.
  • Enlisting other repair organizations or escalating, when necessary, to resolve problems.
  • Documenting and tracking issues, and keeping customers updated regarding the status of their issues.
  • Managing the ticket bucket and call queues.
  • Monitoring quality through evaluation of tickets and calls.

Where you'll be working:

  • In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You enjoy the process of isolating, analyzing, and solving problems. You understand and like working in an operations support environment, which requires flexibility, strong communications skills, and exceptional customer service. You thrive in a fast-paced environment where you can apply your troubleshooting expertise to make us even better.
You’ll need to have:

  • Bachelor’s degree or relevant work experience.
  • Fluency in English (written and verbal).
  • Knowledge of networking equivalent to CCNP level.
  • Experience with troubleshooting, ideally WAN, LAN and WLAN using BGP, DNS, DHCP, VRF, STP, VTP, VRRP and QOS.
  • Willingness to perform on-call duty.

Even better if you have one or more of the following:

  • A degree.
  • Experience with legacy networking such as SDN.
  • Knowledge of ITIL.
  • Experience performing WAN or LAN administration on 200 or more network devices.
  • Industry certifications in CCNA, CCNP, or ITIL.
  • Experience with vendors such as Cisco, Juniper, Aruba, HP and Versa.
  • Experience in a client-facing role.